Service Level Agreement

Service Level Agreements (SLAs) define how we respond to your issues and requests. They reflect our reliability, efficiency and confidence in the support that we provide. This applies ONLY to clients on Standard, Professional and Enterprise packages only

The Basics

Service Level Agreements (SLAs) essentially represent our promise to deal with your issues and requests within a given time frame. They show that we have an efficient and mature process for providing support and that you can have confidence in us.

Our SLA is based on responding within working hours. We can provide bespoke SLAs to suit your needs – Just ask! *Please note that your price per unit will change according to your requirements.

Standard Hours of cover

  • Our standard cover runs from 9:30 am to 5:30 pm (GMT/BST), from Monday to Friday, but excluding public holidays for England.
  • Our monitoring service runs 24×7 and major issues are dealt with accordingly by our out-of-hours incident team.
  • Our SLA timers run only during your agreed hours of cover.
  • Our monitoring runs 24x7x365 regardless of your cover.

How we work out priorities

Our SLA timers also depend on the priority of your issue or request. When you raise an issue with us, we make an assessment based on the information you have given us.We let you know the priority we have assigned, but are happy to take extenuating circumstances into account, if you think we’ve got it wrong. Priority is based on two factors: severity and impact.


Roughly, this is how many accounts are affected by the incident, e.g.

  • LOW – one account is affected
  • MEDIUM – A number of accounts affected
  • HIGH – All accounts affected


Again, roughly speaking, this relates to how disruptive the incident is, e.g.

  • LOW – there’s an easy and effective workaround, so this is more an irritation than a stoppage
  • MEDIUM – operational efficiency is degraded, but there is either a reasonable workaround or other members of the team are unimpeded
  • HIGH – the issue is critical and one or more major business processes are stopped



In our experience most issues fall into Low severity medium impact so that tends to be a default. The priority assigned dictates the amount of time we give ourselves to deal with your incident or request

Overriding our priorities

We aim to be flexible and recognise that sometimes there are extenuating circumstances. Perhaps the issue affects your users, or key staff are having issues with a critical arae with an impending deadline. Our technicians are able to override our standard priority assessment where there is good reason, if you have made us aware of it.

Three clocks are ticking

We have three clocks (timers) running on every issue you raise, though most of our clients are only interested in two of them (“respond within” and “resolve within”).

“Respond within…”

This is the maximum amount of time (within your hours of cover) that it should take us to get back to you, and confirm who is dealing with your issue – you get to speak to a trained member of the team straight away, rather than a recorded menu system or a call-logger.

“Plan within…”

This is more for our own use, to ensure that we’re on target to get the issue resolved on time.

“Resolve within…”

This is the one that everyone is really interested in: the maximum time it should take to get everything up and running.

These timers represent maximums – we generally come well within these time limits. In certain circumstances we will put a clock on hold – for example when we are awaiting a response from you with further information or an approval for work that may have a temporary impact on you or your business

The goal percentage

Sometimes, with the best will in the world, and in spite of our best efforts, there are extenuating circumstances that mean the time limit is breached. This is exceptionally rare, but just to cover this we set a target “goal %”.

This is how many of your issues we promise to achieve within the time limits. To date we are well above these targets for all our clients, of course.

response times
Some examples of priorities 

  • Priority 1 – Nobody can use the sytem (everyone is affected, and a major business process is stopped)
  • Priority 2 – The system is running slow (everyone is affected, and efficiency is degraded)
  • Priority 3 – After an update some of the functionality have disappeared (everyone is affected but there is an easy workaround)
  • Priority 4 – Something only affecting your account (your efficiency is lower but you’re the only person affected)
  • Priority 5 – Someone is affected but other members of the team can carry on. (there’s a straightforward workaround, and only one person is affected)

Other exceptions to our priorities

The following are exceptions to our priorities and timers in the above matrix:

  • Third parties– Where an issue lies with a 3rd party supplier we allocate a priority of 5 for these jobs.
  • Quotes – we have no timers on these requests, but we do our best to be prompt and keep you fully up to date.
  • Low priority admin requests – these have response times that match priority 4 but each request is given a bespoke fix time. Generally we get plenty of advance notice and these requests are not urgent.

If you’d like to speak further about this please contact us today or call 020 71124860


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